Bell Canada partnered with Ateko and ServiceNow to transform the handling of high-priority customer escalation cases by introducing AI agents into its case intake process. Rather than focusing on customer interactions themselves, Bell automated the administrative tasks that occur before an escalation reaches a specialist, including case creation, data validation, duplicate detection, and intelligent routing. This enables escalation managers to focus on resolving customer issues rather than spending valuable time on manual preparation.
The initiative has delivered measurable improvements, including a 25% reduction in customer response times and 90% accuracy on AI-assisted cases. By removing operational friction and ensuring cases arrive complete and correctly routed, Bell has enhanced both employee productivity and customer experience, enabling faster, more effective engagement when trust and customer satisfaction matter most.
